Associate Service Desk Analyst (f/m/d) (german speaker)
Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Associate Service Desk Analyst (f/m/d) (german speaker)
- Employment Type: Full-time
- Job Field: Project Management
- Candidate Location: Germany
- Hire Type: Full time
Company Description
Working at The Adaptavist Group
The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.
We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com, and Aha!
We make change happen. From anywhere.
What we offer you
- Very generous holiday (PTO) allowance
- Flexible working hours
- MacBooks for all employees
- Additional support for fully remote workers
- Exceptional Time Away Policy including:
- 26 weeks of fully paid leave for birthing parents
- 13 weeks for non-birthing parents
- Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs
Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.
Read our full list of benefits
Responsibilities
The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist.
Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA).
This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term.
What you'll be doing
- Provide excellent customer service through responding to customer issues in a professional manner and keeping them informed of the progress.
- Own assigned issues/incidents through the ticket lifecycle management covering:
- Create an issue ticket and initial triage to identify the problem issue/area
- Apply problem-solving analysis and techniques to resolve issues where appropriate
- Assign the issue to an appropriate Systems Engineer based on problem issue, skill set, and resources available
- Act as the main coordination point with the team working on the incident to bring the issue to a successful resolution
- Provide clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
- Escalate to senior team members or external vendors when an incident becomes blocked to help resolve the issue
- Create, maintain, and curate incident documentation to benefit both the customer and the team for retros and continuous team learning
- Support with Root Cause Analysis (RCA) collation and documentation
- Support with smoke testing to check the functionality of a solution prior to its release to customer production systems
Requirements
What we're looking for
- Languages: German & English proficient
- Location: Based in Germany
- Certifications: ITIL 4
- Tools: Atlassian tools (Jira)
- Experience: Experience within a fast-paced, fast-growth Tech start-up environment, IT support ticketing experience, SDA
Additional Information
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.
Drop us your application, we’d love to hear from you!
What to expect
We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.
You can read them here
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